We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 380824 results
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Decision Reference DRN-5402664
23 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5402664 The complaint Mrs W, who brings her complaint with the assistance of a professional representative, complains that Lloyds Bank PLC didn’t reimburse funds she lost to fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised... (3 pages)View decision -
Decision Reference DRN-5867664
23 Oct 2025 Arnold Clark Automobiles Limited Not upheldConsumer CreditDRN-5867664 The complaint The estate of Mr C complains that Arnold Clark Automobiles Limited (“AC”) mis-sold finance to Mr C to enable him to buy a car. The estate is represented by a firm of solicitors. What happened On 15 April 2022 Mr C completed an agreement to purchase a new car wh... (3 pages)View decision -
Decision Reference DRN-5900411
23 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5900411 The complaint Ms O complained because she wanted more compensation than Nationwide Building Society was willing to give her after it provided incorrect information. What happened On 31 January 2025, Ms O went to a Nationwide branch. She said that she hadn’t made a transacti... (6 pages)View decision -
Decision Reference DRN-5876846
23 Oct 2025 Capital Index (UK) Limited Not upheldInvestmentsDRN-5876846 The complaint Mr J complains that Capital Index (UK) Limited (CIUK) failed to properly recognise and respond to his vulnerabilities following his Alzheimer’s diagnosis. His complaint is brought by his representative on his behalf. What happened Mr J had several trading acc... (5 pages)View decision -
Decision Reference DRN-5578457
23 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5578457 The complaint Ms F complains Bank of Scotland plc trading as Halifax unfairly closed her accounts and provided poor service. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Ms F had multiple accou... (3 pages)View decision -
Decision Reference DRN-5896333
23 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5896333 The complaint Miss J complains Monzo Bank Ltd unfairly loaded her details to a fraud database. What happened Miss J had an account with another bank, S, and this account was closed. Miss J did some research and found Monzo had loaded her details to a fraud database. Miss ... (3 pages)View decision -
Decision Reference DRN-5870872
23 Oct 2025 eBay Commerce UK Ltd Not upheldBanking and PaymentsDRN-5870872 The complaint Mr C complains eBay Commerce UK Ltd (Commerce) took money back for a sale he made on eBay marketplace (marketplace). What happened Mr C sold a mobile phone on the marketplace and says the buyer used it for three months. The buyer then raised a chargeback thro... (3 pages)View decision -
Decision Reference DRN-5807843
23 Oct 2025 VANGUARD ASSET MANAGEMENT, LTD. Not upheldInvestmentsDRN-5807843 The complaint Mr D complains that Vanguard Asset Management, Ltd (‘Vanguard’) sold his investments without consent and failed to clearly communicate that the changes would affect him. What happened Mr D has an Individual Savings Account (‘ISA’) with Vanguard. In April 2025,... (3 pages)View decision -
Decision Reference DRN-5596300
23 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5596300 The complaint Mr S complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he lost after falling victim to a scam. What happened In 2023, Mr S was contacted through a social media site about an investment with a company I’ll refer to as X. The investment involved th... (4 pages)View decision -
Decision Reference DRN-5846034
23 Oct 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5846034 The complaint B, a limited company, complains that TSB Bank plc (‘TSB’) could’ve prevented the loss they suffered as the result of a scam. Mr H, a director of B, brings the complaint on B’s behalf. What happened In 2020, Mr H found an investment with a company I’ll refer t... (2 pages)View decision
